I am extremely upset with Sears right now! I am shocked that Sears cares so little about customer satisfaction. I decided to purchase a new bed, the first one in 10 years. We were told from the salesman that you got a 30 day comfort guarantee with the mattress and could exchange it if we didn't like it. The mattress hurt my husbands upper back, so we exchanged it for something softer (the Plush). The new mattress is now killing my back, and I am in pain all night from it. I think it may be an issue with the model "Spring Blossom."
We contacted the searcares escalation team once the 30 days was up (we were told to try the bed for at least 30 days), and was told we were out of luck and that we would not be getting a refund or an exchange. We were told in the store we had a 30 day trial / comfort exchange with a mattress... Not that it was good for only one mattress!
The mattress is very uncomfortable, and is killing the back. It sinks when you sleep on it, bunches up on top, and causes pain. We were told there is a 30 day guarantee on ALL mattresses. Well apparently not, at least not according to the Sears Cares Team case manager Roy G.
SearsCares will give you the run around. They will have you take pictures, do measurements, rulers, strings, the whole nine yards... And in the end tell you the mattress is fine, and they will not honor their comfort guarantee. We were rudely spoken to, and told that he was the highest escalation we can go to, and we have no recourse, and no one else we can talk to about our issue. That we would not get a new bed or a refund. I have never been treated so badly before. The sears cares agents names was ROY G. And quite honestly he seemed as if he could care less about his job, whether he was fired or not. I doubt he would speak that way to people in person. (He also would not give me his last name and became very agitated when we asked him for it). When we asked to speak with his manager, he said he was as high as we could go, and that was it.
He was extremely unhelpful, arrogant, and did not seem to care about our issues at all. This long time Sears customer will never shop there again, after the way I have been treated. The Customer Service is now a bigger issue than the mattress to me, and I will not let this slide. I've seen the generic searscares emails at all these review sites. They are BS in my opinion. You end up contacting them and you get treated like garbage.
BUYER BEWARE-ONCE YOU BUY A MATTRESS FROM SEARS, YOU ARE ON YOUR OWN. The 30 day comfort guarantee is not a real guarantee. It's not as if we were calling them years later, its only been 30 days! They make you take pictures, email them, and then they say tough luck to you. Why are we even taking pictures? We just bought the bed!
Buy from a reputable company that will stand by their products, but most of all treat the customer right.
I will be contacting the new CEO of the company Lou D'Ambrosio. Mr D'Ambrosio is from the online tech industry (Avaya), and is focusing the company in that direction. I am going to make sure he knows first hand what the social marketing department at searscares is treating it's online customers.
If someone at Sears would like to step in and help assist this long time Sears customer, then please do. Otherwise I will make sure my voice is heard. We should not be treated like this!
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